Question 1

Under which of the following would you include communication barriers?
A) encoding mechanisms
B) feedback loops
C) decoding tools
D) noise
E) caution signals

Accepted Answer

Communication barriers are generally referred to as 'noise' in the communication cycle. Noise can be of different types, such as physical noise (e.g., sound, distractions), physiological noise (e.g., hearing loss, illness), psychological noise (e.g., preconceived notions, biases), and semantic noise (e.g., use of jargon, unfamiliar vocabulary). These barriers hinder the communication process and may lead to misinterpretation or misunderstanding. The other options - A, B, C, and E - are not directly related to communication barriers.

Question 2

How large an area is encompassed by an individual's personal space?
A) up to one metre
B) 0.5 to 1.5 metres
C) 2 to 4 metres
D) 3 to 6 metres
E) approximately 4.5 metres

Accepted Answer

Personal space can vary based on culture, context, and individual preferences, but generally falls within the range of 0.5 to 1.5 metres.

Question 3

What specific term includes variables such as barriers to communication?
A) feedback
B) encoding
C) the medium
D) decoding
E) noise

Accepted Answer

"Noise" is a term in communication that encompasses various variables that can hinder effective communication, such as physical barriers, psychological distractions, and semantic misunderstandings, among others.

Question 4

Which of the following does the text identify as major nonverbal communication channels?
A) Handshakes
B) The physical spaces between the buyer and seller
C) Clothing and grooming
D) Body movements
E) All of these choices are correct

Accepted Answer

The text identifies handshakes, physical spaces, clothing and grooming, and body movements as major nonverbal communication channels. Therefore, all of these choices are correct.

Question 5

So called "body language" is normally associated with which communication type?
A) verbal
B) nonverbal
C) distorted
D) proactive
E) explicit

Accepted Answer

Body language is a type of nonverbal communication that includes facial expressions, gestures, and posture.

Question 6

A chair beside a prospect's desk will typically be in which zone?
A) communal
B) intimate
C) social
D) personal
E) public

Accepted Answer

A chair beside a prospect's desk is within the personal zone, which is considered to be 1.5 to 4 feet away from the individual. This is the zone where personal interactions, such as a business conversation, can take place.

Question 7

What is the salesperson doing when he/she translates the ideas and concepts contained in his/her mind into words?
A) decoding
B) processing
C) encoding
D) translating
E) creating a message medium

Accepted Answer

The salesperson is transforming the ideas and concepts into a message that can be understood by the receiver, which is known as encoding. Decoding is the process of interpreting the message by the receiver. Processing refers to the mental effort involved in understanding the message, while translating and creating a message medium are not the best choices in this context.

Question 8

What term would you use to describe the space between a buyer and a seller that should be of respect and if violated,is seen as the most "sensitive zone" by most North Americans?
A) territorial
B) intimate
C) secured
D) personal
E) protected

Accepted Answer

The term that describes the space between a buyer and seller that is seen as the most "sensitive zone" by most North Americans is the intimate zone. This is the zone that is reserved for close personal interactions such as hugging, kissing, and whispering. If this zone is violated, it can make people feel uncomfortable or even threatened. The other options (territorial, secured, personal, protected) do not accurately describe this specific zone.

Question 9

Which of the following terms is defined as the act of transmitting verbal and nonverbal information and understanding between seller and buyer?
A) communication
B) encoding
C) persuasion
D) decoding
E) message-casting

Accepted Answer

Communication involves the process of transmitting information and understanding between two or more parties, which is essential in any selling situation. Encoding refers to the process of converting the message into a form that can be communicated. Persuasion is a specific goal of communication, and it involves trying to convince the buyer to take a specific action. Decoding is the process of interpreting the message, and message-casting is not a commonly used term in the context of sales communication.

Question 10

Which of the following should NOT be categorized as a nonverbal communication channel?
A) the physical space between the buyer and seller
B) appearance
C) ethical similarity
D) body movements
E) a handshake

Accepted Answer

Ethical similarity is not a nonverbal communication channel, as it does not involve any physical or behavioral cues. It relates to the values and principles that are shared between individuals, which can influence their communication and interaction but do not constitute a channel of communication in and of themselves. The other options all involve physical or behavioral aspects that convey messages, such as the distance between people, their appearance, gestures, and touch.

Question 11

After listening to a sales presentation,Henry,the sales prospect,starts the process of trying to understand how his business would be impacted.What is this known as?
A) the communication process
B) message context
C) the encoding process
D) the decoding process
E) the medium selection

Accepted Answer

The process of trying to understand how the sales presentation would impact Henry's business is known as the decoding process. This is when the receiver of a message interprets and assigns meaning to the message being communicated.

Question 12

Which of the following terms in a face-to-face sales meeting embodies the notion of expressions?
A) explicit
B) verbal
C) vocal
D) nonverbal
E) persuasive

Accepted Answer

Nonverbal communication is closely tied to expressions, which include facial expressions, gestures, posture, and eye contact.

Question 13

When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.In terms of the communication process,what are these variables called?
A) feedback precipitators
B) encoding tools
C) the medium
D) decoding mechanisms
E) the message

Accepted Answer

The answer of When you call on a prospect,your words,visual...

Question 14

According to the text,what is the term used to describe an area that is between 1.5 to 3.5 metres from a person and is the area normally used for sales presentations?
A) social
B) public
C) secured
D) intimate
E) territorial

Accepted Answer

The answer of According to the text,what is the term...

Question 15

When speaking with potential customers,Mario often only has a few centimetres of space between himself and his clients.This causes some to feel and act as if they are not comfortable with the space between themselves and Mario.Which of the following terms captures this scenario?
A) territorial space
B) comfortable space
C) secured space
D) individual space
E) protected space

Accepted Answer

Territorial space refers to the space around a person that is considered their own personal space. When Mario is standing close to his clients, he is invading their territorial space, which can make them feel uncomfortable.

Question 16

"Are you sure that your company's software can reduce my inventory costs by 15 percent?" cried the buyer after listening to the salesperson's proposal.Under the communication framework discussed in the text,what would you call the buyer's reaction?
A) a source response
B) feedback
C) noise
D) decoding
E) a communication reversal

Accepted Answer

The buyer's reaction of questioning the salesperson's proposal can be considered feedback in the communication framework. In this case, the buyer is providing feedback to the salesperson about their message regarding the software's ability to reduce inventory costs.

Question 17

Bob is trying to convince Isabel that his products will be of great value to Isabel's business.What role is Bob playing from a communication model perspective?
A) source
B) encoder
C) communication deliverer
D) receiver
E) sender

Accepted Answer

Bob is playing the role of the source in the communication model, as he is the originator of the message attempting to influence Isabel's business decisions.

Question 18

From a communications model perspective,the salesperson in a sales call is the:
A) source
B) communication agent
C) presenter
D) recorder
E) decoder

Accepted Answer

The salesperson in a sales call is the source of the communication as they are the ones transmitting information to the customer. They are not the communication agent, presenter, recorder or decoder as these roles would typically fall under a different individual or tool in the communication process.

Question 19

Natural barriers such as desks or counters often mitigate which of the following potential violation of physical space?
A) territorial
B) communal
C) social
D) personal
E) public

Accepted Answer

Natural barriers such as desks or counters often mitigate potential violations of personal space, as they create a physical distance between individuals that can make them feel more comfortable and secure. Territorial, communal, social, and public violations are less likely to be mitigated by these types of barriers.

Question 20

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?
A) distortion
B) hard-sell communication
C) non-communication
D) noise
E) one-way communication

Accepted Answer

In this scenario, there is no exchange of information or feedback between the salesperson and the buyer, and the communication is only one-way. This scenario represents an example of one-way communication.

Quiz 4: Communication for Successful Selling: How to Build Relationships

Under which of the following would you include communication barriers?

How large an area is encompassed by an individual's personal space?

What specific term includes variables such as barriers to communication?

Which of the following does the text identify as major nonverbal communication channels?

So called "body language" is normally associated with which communication type?

A chair beside a prospect's desk will typically be in which zone?

What is the salesperson doing when he/she translates the ideas and concepts contained in his/her mind into words?

What term would you use to describe the space between a buyer and a seller that should be of respect and if violated,is seen as the most "sensitive zone" by most North Americans?

Which of the following terms is defined as the act of transmitting verbal and nonverbal information and understanding between seller and buyer?

Which of the following should NOT be categorized as a nonverbal communication channel?

After listening to a sales presentation,Henry,the sales prospect,starts the process of trying to understand how his business would be impacted.What is this known as?

Which of the following terms in a face-to-face sales meeting embodies the notion of expressions?

When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.In terms of the communication process,what are these variables called?

According to the text,what is the term used to describe an area that is between 1.5 to 3.5 metres from a person and is the area normally used for sales presentations?

When speaking with potential customers,Mario often only has a few centimetres of space between himself and his clients.This causes some to feel and act as if they are not comfortable with the space between themselves and Mario.Which of the following terms captures this scenario?

"Are you sure that your company's software can reduce my inventory costs by 15 percent?" cried the buyer after listening to the salesperson's proposal.Under the communication framework discussed in the text,what would you call the buyer's reaction?

Bob is trying to convince Isabel that his products will be of great value to Isabel's business.What role is Bob playing from a communication model perspective?

From a communications model perspective,the salesperson in a sales call is the:

Natural barriers such as desks or counters often mitigate which of the following potential violation of physical space?

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?